The Service Delivery Manager (SDM) is a key role in ensuring that clients receive exceptional service and that all contracted deliverables are met within the defined service levels.
The SDM will act as the primary point of contact for clients, ensuring that their needs are met efficiently and proactively.
This individual will coordinate with internal teams to ensure timely resolution of issues, manage service level agreements (SLAs), and continuously improve service delivery. Key Responsibilities:
Serve as the main point of contact for clients, representing their needs internally and ensuring that all contracted services are delivered within agreed service levels.
Schedule and monitor all contracted deliverables to ensure compliance with SLAs.
Provide regular reporting to clients, including service performance reviews, highlighting any potential breaches in SLAs.
Initiate and drive service improvements to maintain high service standards.
Act as the primary escalation point for client service-related issues, ensuring effective and timely incident and problem resolution. Technical Skills:
